Operations Assistant Manager

Location: Johannesburg, Gauteng, South Africa
Date Posted: 13-02-2019
• Oversee, in conjunction with the Operations Manager, the entire management of Policy Services (Operations) - Comprised of the following four areas: Call Centre, Claims, Data Management and Premium Administration
• Ensure business strategy is implemented at a practical business level to guide the delivery of day to day operations;
• Proactively manage risk to drive overall efficiencies, business compliance & ongoing process innovation;
• Ensure good governance, risk management & compliance across Policy Services;
• Anticipate the impact of business strategy on other departments within the organisation;
• Ensure consistency of delivery on required business outputs for Policy Services;
• Conduct KPIs for departmental managers, team leaders and supervisors on a frequent basis;
• Oversee the departmental managers’, team leaders’ and supervisors’ KPI and performance assessments of staff reporting into them;
• Implementing such corrective and/or disciplinary action as may be required for non/poor performance;
• Highlight operational inefficiencies & guide continuous improvement;
• Enable shareholder value by delivering improvement projects that optimise profit & reduce risk;
• Build & maintain effective relationships with stakeholders, both internal & external;
• Measure customer satisfaction through feedback mechanisms;
• Research, design & implementation of best practice customer-centric solutions in conjunction with the Operations Manager
• Test new system development before implementation
• Check and authorize claims & refunds within provided mandate, in a timely manner and accurately
• Ensure that all customer queries, escalations & complaints are handled in a satisfactory manner
• Escalating serious issues to the Operations Manager;
• Referring all matters entailing legal litigation, or possible legal litigation to legal officer, or in his / her absence, to the Operations Manager;
• Submit analysed monthly operations report and stats accurately and in a timely manner
• Provide input for budgeting purposes & aid in the adherence to set budgets;
• Manage the required resources to enable business performance & achieve business objectives;
• Assist with projects / ad hoc tasks as and when required.
• Sign-off on submission of leave/overtime on VIP ESS across Policy Services areas, ensure areas are sufficiently staffed at all times;
• Attendance at all Company training and functions; Policy Services - Operations Assistant Manager 17.1
• Correct completion and use of all Company documentation;
• Appropriate and correct use of all Company facilities and tools;
• Comply with appropriate dress code and standards of personal hygiene, neatness and conduct;
• Comply with Company and Department-specific rules.
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